Proactive, target-based selling, ensuring total revenue optimization. Assisting the Sales department (all segments) to ensure smooth and efficient reservations processed and acting as liaison between Sales & Operational departments. Operational · Processes all reservation requests by telephone, Email, OTAs and RESERVE system, promptly and accurately to the established standards. · Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services. · Ensures proactive sales conversion on target-based selling strategies and objectives. Cross-sells all elements of the Hotel (Rooms, F&B Restaurants and Spa) · Ensures highest reservation conversion rate with minimum abundant calls lost. · Ensures a sales attitude is adopted at all times and maintains an awareness of sales opportunities within the hotel. · Follows up on all tentative bookings from Sales department to ensure minimum wash to our holding business and to ensure all bookings are legitimate with guaranteed liabilities. · Responsible for groups attrition, ensures daily check on group wash or update and keeps DRS Ensures a high level of product knowledge of the hotel and local area. · Adheres to pre-set availability, rate controls & promotional activities. · Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions. · Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.) · Develops and maintains a high level of communication with all major sources of business and advises the Director of Revenue Strategy feedback where necessary. · Checks daily arrivals and informs concerned personnel of any missing information. · Preparation of weekly and monthly reporting on conversion, total revenue captured and up-selling target achievements. · Assists and prepare in groups pre-arrival process and also preparing group rooming lists, when directed. · Inbound and outbound call management and leadership. Customer Service · Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved satisfactorily. · Act as a main resource for reservations needing assistance technically or with regards to achieving customer satisfaction. · Maintains positive guest and colleague interactions with good working relationships. Qualifications : Ideally with a university degree or diploma in Hospitality or Tourism management. Minimum 2 years work experience as Reservation Coordinator or Front Office in a larger operation. Good problem solving, administrative and interpersonal skills are a must.